Legatics

Customer Success Manager

• Support customer onboarding, including setting up new workspaces, delivering training sessions, and guiding users through best practices.
• Conduct product demonstrations for new and existing customers with confidence, clarity, and enthusiasm.
• Assist in driving customer adoption by understanding their workflows, identifying opportunities for optimisation, and reinforcing product value.
• Continuously seek to improve training efficiency and reach through automation and AI-enhanced content creation.
• Manage a low-volume support inbox, ensuring timely, high-quality responses and excellent customer satisfaction.
• Troubleshoot user queries and collaborate with Product and Engineering teams when needed.
• Maintain accurate customer records and interaction notes within the CRM and CS tools.
• Assist in the creation and delivery of training materials (e.g., knowledge base articles, user guides, video tutorials).
• Proactively identify opportunities to introduce AI-based tools to enhance support workflows, reporting and responsiveness.
• Monitor usage insights to identify opportunities for re-engagement or proactive outreach.
• Support creation of customer-facing resources, documentation, and guides to enhance self-service and product understanding.
• Assist with customer offboarding processes, ensuring smooth transitions and capturing feedback.
• Leverage AI tools to enhance productivity in customer support, reporting, and communication.
• Work closely with the Senior CSM to support overall customer strategies and priorities.

Customer Success Executive

Product Manager

• Collaborate with customers, stakeholders, and internal teams to gather, synthesise and prioritise product requirements that align with business goals and product strategy
• Design and guide discovery activities, including customer interviews, usability testing, and feedback sessions to validate assumptions and uncover unmet needs
• Draft clear, comprehensive user stories and feature briefs that connect customer needs to business outcomes
• Work closely with engineering and design to refine requirements, assess trade-offs, and deliver features
• Facilitate sprint planning, backlog refinement, and ongoing team rituals to ensure alignment and momentum
• Lead cross-functional teams through the product development lifecycle: ideation, prototyping, design, development, testing, and launch
• Analyse product usage data (e.g., click-level metrics from Datadog), customer insights, and market signals to identify opportunities and inform roadmap decisions
• Conduct competitive analysis and market research to stay informed about industry trends and benchmark against competitors
• Act as a product evangelist internally and externally by conducting product demonstrations, presentations, and training sessions
• Partner with marketing, sales, and customer success to align messaging, improve enablement, and drive adoption
• Support go-to-market planning and post-launch monitoring to ensure successful product rollout and continuous improvement
• Contribute to the growth of product practice at Legatics by sharing best practices

Customer Success Executive

Senior Product Manager